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16 october 2024 | online | 2pm - 6pm bst

Drive innovation, performance and improvement

Join us for our virtual conference where we’ll be covering the most pressing issues facing contact centers today - from shifting customer behaviors to rapidly evolving tech and teams.

✅ Ideal for Quality Managers and Contact Center leaders
✅ Mix of keynotes, interactive masterclasses and panels
✅ Take away new ideas, practical advice and strategic insight

Get a reinvigorated outlook on the challenges facing your contact center, all completely free.

Event highlights

1-Sep-16-2024-01-34-02-3579-PM
2-Sep-16-2024-01-34-02-6212-PM
3-Aug-21-2024-04-05-40-2740-PM

Agenda

14:00 Welcome
Get yourself checked into the lobby, tell us where in the world you're joining us from. We'll get you geared up for the day with a welcome address that sets the scene for the next few hours. See you there!
14:15 Erica Farmer: The skills needed to manage a blended team of AI and human colleagues

Erica Farmer, Co-Founder of Quantum Rise Talent Group and podcast host

Hear from one of the industry's leading voices on AI. Erica will share how to employ a ‘leapfrogging’ strategy as a manager, so your team will fly in the age of AI. Plus, discover why blending tech and teams should be the number one priority for any manager and leader right now.

14:45 Ben Cave: 5 ways predictive metrics will shape the contact center
Ben Cave, Product Director at evaluagent
 
Discover how predictive metrics are revolutionizing contact centers, driving efficiency, and enhancing customer satisfaction. evaluagent's Product Director, Ben Cave, will cover five key ways predictive analytics can transform the way you handle and interpret your data, giving your customers the experience they really want - without even asking.
15:15 Katie Stabler: Why customer experience is key to unlocking innovation
Katie Stabler, Founder of CULTIVATE
 
This keynote, delivered by the incomparable Katie Stabler, explores why customer experience (CX) needs to be a powerful driver of innovation, challenging the approach organisations tend to slip into, which is using CX mostly for problem-solving. 
Katie will be delving into the transformative power of CX-driven innovation, and emphasizing how, without change, we go backwards.
15:30 Rob Wilkinson & Simon Poland: How to lay the foundations for a successful AI roll-out

Rob Wilkinson, CX Solutions Consultant at evaluagent & Simon Poland, Director of Professional Services at evaluagent

Not everyone is excited by AI. In fact, it can feel like just another thing on your list to be investigating, implementing and monitoring. All this, amongst the other business-critical priorities and challenges you’re handling each day.

If this sounds like you, this session is ideal for you. evaluagent's resident experts Rob Wilkinson and Simon Poland will give a whistle-stop tour of the prerequisites to AI in the contact center, covering everything operations, goals, working with a trusted vendor, getting buy-in and managing expectations. Not to be missed if you’re considering how to make AI work for you.

16:00 Break

It's been a busy couple of hours! Take a moment to share what you've learned so far with other attendees in the Lobby, and top up your refreshments ready for round two.

16:15 Martin Teasdale: Team leaders’ and agents’ roles are changing – here’s how to support them

Martin Teasdale, Get Out of Wrap podcast host and Founder of the Team Leader Community

Today’s contact centers are a far cry from the telephone-only buzz of bygone years. Now, agents must be across compliance measures, trained to help vulnerable customers, and subject to more demanding conversations. Meanwhile Team leaders not only need to coach agents through these challenges, but also keep an eye on data and wider team goals.

So, what can you do to ensure these essential team members thrive? Get Out of Wrap host and Founder of the Team Leader Community, Martin Teasdale is well placed to shared advice, tactics and programs to help your team succeed against a backdrop of change.

16:45 Panel: 2025 and beyond: What’s next for the contact center?

Panel, chaired by Michelle Dinsmore, COO at evaluagent

The million-dollar question: what does the future hold for contact centers? Regulation changes, macro-economic trends and, of course, AI have all contributed to disruption over the past 12 months. So, what are contact center leaders focusing on for the year ahead?

Hear our panel of speakers from Ubisoft, AllClear Travel Insurance and First Central discuss their priorities for 2025, the best-in-class tech they're using to make it happen, and some of the trends they've seen throughout this year.

17:30 Scott Stephenson: Unlocking voice insights: The key to call center transformation

For contact center managers and QA teams, understanding the true voice of the customer is no longer an option—it’s essential for driving meaningful action. In this session, we’ll explore why AI-powered transcription is the key to uncovering valuable insights from every interaction point. From enabling sentiment analysis to powering real-time agent support, transcription acts as the foundation for transforming call center operations and elevating the customer experience.

Hear about practical tips for leveraging AI-driven transcription to analyze 100% of customer interactions, providing a clear roadmap for improving quality assurance, agent performance, and customer satisfaction.

17:55 Closing remarks
As the  Summit comes to a close, we'll share key learnings and takeaways, as well as additional resources for you to keep learning from.
Michelle Dinsmore 2024-2
Linda Davis  2024
Simon Poland 2024-1
Rob Wilkinson 2024-1
Katie Stabler 2024-2
Martin Teasdale 2024-1
Ben Cave 2024-1
5-Sep-16-2024-01-34-08-2006-PM
Scott Stephenson 2024

Frequently Asked Questions

What is the Contact Center Performance Summit 2024?
An evolution of 2023's Agent Engagement Summit, this event is brought to you by the same great team, with a new remit: how can we help contact centers drive performance, amongst all the challenges they deal with?
 
Our event will provide exclusive access to renowned thought leaders, experts, and practitioners, who have successfully navigated the complex realm of agent engagement and CX.
Can I participate in multiple sessions during the event?

Absolutely! While we'd love for you to stay the whole time, you're equally welcome to drop in and out for sessions that appeal most to you. The schedule is on this webpage, and will be emailed to you too.

Can I interact and ask questions during the summit?

During keynotes and masterclass sessions, you'll have the opportunity to interact and ask questions through the virtual event platform's interactive features.

When and where will the Contact Center Performance Summit take place?

The summit is an online event, so you can participate from anywhere so long as you have an internet connection! The summit will begin at 2pm BST and 9am EST on 16 October 2024

How can I stay updated on event news and announcements?

By registering for the summit, you will receive email updates and notifications about the event schedule, speakers, and any changes or additions to the program. Be sure to follow evaluagent on LinkedIn for more updates, resources and event highlights.

Is there a registration fee for the event?

No, the Contact Center Performance Summit is a free online event - easiest decision ever!

How do I register?

To register for the summit, click any of the 'Register now' buttons and follow the registration instructions provided.

What should I do if I encounter technical issues during the summit?

In case of technical issues, there will be support available through the virtual event platform. Look for assistance options provided within the platform.

Can I invite colleagues to join the summit?

Absolutely! The summit is open to anyone interested in contact center performance improvement. It's particularly relevant for contact center leaders, Quality Managers, and Team Leaders.

1-Aug-21-2024-11-48-27-4670-AM

 

16 OCTOBER 2024

2pm BST  | 9am EST